Senior Manager - Talent Acquisition at Bajaj Finserv Direct Limited
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Bajaj Finserv - National Manager - Centralized Customer Service Operations - Loans (10-16 yrs)
- Lead Centralized Customer service team for the company
- Develop best in class strategy for customer service & Customer experience
- To be the custodian of the customer experience through involvement in the development of experience design and identifying to drive change management where there is a business need
- Devise and implement innovative self-service support strategies that empower and reduce customer effort
- Collaborate across other departments to ensure voice of the customer is represented
- Responsible for the execution and enhancing the Customer efforts Analysis, insight and Action planning
- Drive improvement across the customer touchpoints and time of resolution
- Publishing a monthly analysis on customer experience based on the NPS and guiding the team for continue improvement
- Build a relationship with business stakeholders to deliver on their business objectives whilst maintaining a remarkable customer experience.
- Collaborate and work with multi-functional partners and internal stakeholders, across lines of business, Design, Technology, Risk, and Decision Management
- Manage partners and drive for adherence to SOP , SLAs , quality check and training of agent
- Update to partner on new product and process
- Responsible for daily activities of Backoffice as per the standard process
- Ensuring customer escalations on Social Media, SMT, Regulator are handled correctly and well within the TAT decided
Team Management -
- Lead a Team of Centralized Customer Service Unit
- Effectively manage Team Managers with multiple product lines for Loans, Insurance, Investment, Payments & eComm.
- Drive a Healthy team culture to enable deliverables in a high Pressure, high velocity environment.
- MBA from Tier I/II B-School
- Bachelor's degree
- Min 12 years of experience in Customer Service & Experience for lending, insurance, investments products and digit service.
- Strong critical thinking, problem solving skills
- Confidence to operate in a customer centric manner, focused on decision making, with a 'Never Back Down' attitude
- Experience in leading Customer service and experience
- Strong people leadership skills, ability to build team culture and develop team members and ability to multitask and coordinate with cross functional team and stake holders
- Excellent written and verbal communication and presentation skill
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